Procedures and tools for maintenance planning and monitoring

The paper deals with instruments for planning and monitoring Global service Maintenance contracts, especially for the aspects related to service levels and costs. The methodological approach presented comes from a research actually carried out in partnership with public housing committee and companies operating on Facility and Property management. The research is motivated by the problems of uncertainty and risk levels connected with maintenance service start up phase and has the aim to point out:  maintenance costs indexes for recurrent activities articulated by categories (e.g. typological and technical building characteristics, age, conservation conditions, etc);  reliability data regarding fault frequency, causes, modes and effects;  indicators of Compliance with service agreements. On the basis of a large number of information coming from the maintenance processes, the analysis and the elaboration of data allow to get indicators more and more confident that dynamically lead to a gradual improvement of the service quality.